Setting up a Gorgias integration

Integrate with Gorgias to sync your customer support tickets with your Ometria contact records.  

Once set up, data from your Gorgias support tickets automatically updates in Ometria, allowing you to offer bespoke experiences to customers and analyse and segment on this information.

You can also see Ometria contact data in your Gorgias account, so your customer service agents can easily identify high-value customers.

Before you begin

You'll need a Gorgias private app to get all the data you need for this integration. 

Create a new API key in Ometria. 

Only users with administrator account permissions can access the API keys tab.

Setting up your integration with Gorgias

In Ometria, go to Settings > Connections > Add new connection:

Select the Gorgias tile:

First you need to authenticate Gorgias - select an account here or add a new one, then complete the fields:

Click Next. 

In the Ometria authentication screen, select the dropdown and click Add new account.

Complete the fields in the Create a new authentication pop-up:

Once the Ometria authentication is complete, click Next.

This screen is for your webhook setup. 

Copy the URL and enter it in the HTTP integration page in your Gorgias account. 

Click Next again for the Ometria Widget URL. You can paste this into the Gorgias HTTP integration screen.

Finally, click Finish to complete your integration setup. 

Gorgias setup

See also: Gorgias' HTTP documentation

To set up your Gorgias to Ometria webhook, log into the Gorgias dashboard and go to Settings > HTTP integration and click Add HTTP integration:

In the HTTP integration screen, complete the following fields:

Next, add the JSON field: 

{ 
    "id": "{{ticket.id}}",
    "status": "{{ticket.status}}",
    "priority":"{{ticket.priority}}",
    "created_at": "{{ticket.created_datetime}}",
    "updated_at": "{{ticket.updated_datetime}}",
    "customer_firstname": "{{ticket.customer.firstname}}",
    "customer_lastname": "{{ticket.customer.lastname}}",
    "customer_email": "{{ticket.customer.email}}",
    "customer_id": "{{ticket.customer.id}}"
}

Save your changes.

Next, set up the Ometria widget in Gorgias.

In Gorgias, go to HTTP integration and select the Ometria Widget HTTP:

Replace the URL field with the the HTTP integration Endpoint URL from the Ometria webhook screen. 

Save your changes.

Create your custom fields

Once your Gorgias connection is set up, you'll need to create the custom fields below for retrieving the data. 

All of these fields use the Category: Contact.

Request a 'ticket closed' custom event

Raise a request with our support team to create a custom event for gorgias_ticket_closed

Once this is set up for you, you can start building an automation campaign that triggers when a ticket has been closed:  

Data sent to Ometria

Ometria retrieves your ticket data from Gorgias based on the custom fields you chose to set up. 

You can use these fields to create segments and analyse groups of customers.

Gorgias will start sending data based on the following trigger events: 

• First name
• Last name
• Email
• Customer ID
• Ticket status
• Ticket priority
• Ticket updated at

Data sent to Gorgias

The following contact data is passed from Ometria to Gorgias:

• Email
• Lifecycle status
• Marketing subscription status
• Last seen
• Last order
• Orders
• Average order value (AOV)
• Revenue
• Total items
• Visits
• Orders attempted

Testing your integration

To test your integration, use the Segment explorer to filter contacts with Gorgias custom fields to check if contacts are updated with Gorgias data: